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Performance Learning Productivity
DECEMBER 27, 2012
This post is adapted from a commentary written for the Spark Interactive / ClerkWell 2012 Digital Customer Experience Report – an annual industry report that focuses on customer engagement and how businesses are using digital means to build closer relationships and interact with their consumers.
Performance Learning Productivity
NOVEMBER 24, 2014
It is worthwhile measuring individual, team and organisational learning and development to understand how we are adapting to change, innovating, improving our customer service, reducing our errors and so on. Customer-facing departments, for example, will regularly collect CSAT (Customer Satisfaction) data.
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Performance Learning Productivity
JANUARY 7, 2013
Smart companies will adopt radical management, putting the customer in charge and reorganizing work in small teams. Others will be hamstrung with outdated skills, tools and technologies, and will be too slow to adapt. Increasingly, workers will learn their jobs by doing their jobs.
Performance Learning Productivity
MAY 9, 2010
Many other organisations have rebuilt their customer service models to encourage user communities to share knowledge about problems, issues and workarounds as they have found the 'wisdom of the crowds' better serves customers than a small, over-burdened customer help line.
Performance Learning Productivity
OCTOBER 14, 2013
Learning is not only embedded in the workflow, but new learning is continually extracted from experiences and exchanges with colleagues, customers and the entire value chain. The model of ‘learn then work’ is replaced here with ‘work then learn, then work in an improved way’.
Performance Learning Productivity
AUGUST 31, 2016
Even if Henry Ford didn’t utter the famous words when asked what he thought his customers wanted (and there’s no evidence he did), history suggests he thought along those lines. Today’s world requires L&D professionals to be agile and support their ‘customers’ in their workflow.
Performance Learning Productivity
JULY 15, 2010
The message here is that CLOs and their L&D teams need to get over trying to ‘prove’ their value, and focus instead on keeping their customers satisfied. The value of L&D will be determined by its stakeholders and customers, not by L&D itself. L&D services are no exception to this rule.
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